This particular consulting intervention focuses on identifying the goals (quantitative and qualitative) and developing those skills that are required to achieve these goals. 

The intervention is developed in 8 Stages:

1. Gaining knowledge of the current situation: Management Briefing, studying data and KPIs. On-site visits by Winning’s consultants, monitoring processes, time management skills and customer service. Recording through observation / co-listening / interviewing with supervisors, team leaders and a representative sample of agents. 
2. Identifying the desired situation: Combining findings from the previous Stage (1) and taking into consideration management’s priorities, we put emphasis on actively promoting a service / product and increasing the productivity. Making a plan of on-site visits, actions and timeframe.
3. Goal setting at 3 levels : individual agents, agent team and the whole call center: Re-evaluating performance indicators (i.e. percentage of answered calls, success rate, clear lon-on time, / aux time, identifying traffic time zones, etc.)
4. Creating and / or modifying the bonus scheme for the agents / teams / whole call center, and establishing milestones.
5. On the spot personal training – coaching of the agents: Role-plays / Co-listening to improve agents’ communication skills.
6. Personal training of team leaders / supervisors with the aim to set goals, motivate and coach frontline agents effectively.
7. Follow-up visits by Winning’s consultants for monitoring / validating: Agree with the management for a specific time period.
8. Reporting to the Management